• Ensures compliance with regulatory and company/departmental standards by monitoring staff and processes, and implementing corrective action, as required. • Improves service quality and efficiencies by developing and implementing standards, workflows and processes that are compliant with regulatory requirements and supports the delivery of service excellence. • Maintain regulatory compliance by remaining knowledgeable of regulations and contractual requirements related to customer service operations, developing and implementing processes and policies/procedures that meet or exceed requirements. • Ensure the SCAN commitment of service excellence to our customers by ensuring that staff consistently provide a level of service that meets or exceeds the customer’s expectation while being respectful, kind and knowledgeable about SCAN benefits and services. • Identify and remediate deficient practices/processes by monitoring processes and staff interactions with customers, providing feedback, identifying trends and overseeing and measuring corrective actions. • Provide management with feedback on staff performance and participate in coaching of the staff. • Improve service quality by measuring the quality, effectiveness and efficiency of the customer experience and provide recommendations for improvement to management. • Support the Member Services Trainer by providing feedback on training needs and assist in the development and presentation of training, as required. • Maintain awareness of membership and service issues by generating reports, analyzing data to identify trends, and making recommendations for improvement. • Contribute to team effort by accomplishing related results, as needed. • Actively support the achievement of SCAN’s Vision and Goals.